Key Factors with Contact Center Outsourcing While the affordability and accessibility of outsourcing is attractive, it is critical to evaluate potential providers before confirming your commitment to a BPO contact center. Experience, capacity and a commitment to building your brand top the list, since a contact center lacking in any of the above will hurt your business far more than…

Key Factors with Contact Center Outsourcing PCI Compliance PCI compliance is an important consideration for any company that accepts payment by credit or debit card. PCI is shorthand for payment card industry and PCI compliance is further shorthand for saying that an organization/company/service is in compliance with the payment card industry data security standard (PCI DSS). This is all very…

Contact Center Terminology, Part III This the final part in the initial installment of what could very well turn out to be the definitive guide to common contact center terminology. (Part I, is here and Part II is here) If we missed anything or you have any thoughts on the definitions that we've provided, please feel free to weigh in by…

Contact Center Terminology, Part II Every industry has its own jargon or language or buzzwords or lingo. The contact center industry is no different and this series is designed to help folks who are either new to the industry or who are trying to set up or retain their own BPO contact center. If you missed Contact Center Terminology Part…

Key Factors With Contact Center Outsourcing Call center outsourcing provides a ton of advantages to businesses seeking a cost-effective means of growing their customer base and elevating the customer experience. Benefits include cost savings, on-demand service, and a better customer service experience. When considering call center outsourcing, a company should carefully evaluate potential vendors to ensure they have the scalability, experience…

Contact Center Terminology, Part I If you have ever been around a subject matter expert, they've likely dropped a word or acronym you've never heard of. The contact center world is filled with these! To help you , we've put together a glossary of common contact center terminology. This is designed to make it easier to speak the language and…